Survey points to public service delays

2012-04-12 21:36

Cape Town - Most people who used services from a sample of five departments felt they received the help they needed, but were frustrated by time delays and rude staff, a new study has found.

The survey by the Public Service Commission (PSC) - released on Thursday - also shows that the departments fared poorly on providing redress to service delivery problems.

Two national and three provincial departments were polled. The survey was conducted with 5 473 users of the family courts run by the national department of justice, the deeds registration offices of the national department of rural development and land reform, and the pharmaceutical services, social grants and housing subsidies sections of provincial departments of health, social development and human settlements.

An average 80% of respondents were satisfied with the outcome of their dealings with those sectors of the public service, and 77.6% felt they were treated fairly.

But they only awarded the departments 56% for courtesy, 50% for accessibility and 23.6% for providing redress to delivery failures.

Family courts and subsidy applications offices respectively scored 9.6% and 16% in this last category.

"The PSC found that on average the service users of the participating departments were satisfied with the outcome of service delivery.

"This implies that they received the government services they required," the organisation said.

"However, it was worrying that the receipt of such services was marred by challenges such as redress mechanisms, which was perceived to be poor, the time it took for them to receive such services, accessibility of such services, the provision of information on the services rendered, as well as the courtesy displayed by the public servants when providing services."

  • goyougoodthing - 2012-04-12 21:52

    Interesting that the 80/20 principle applies here too, they were 'happy' but though the service sucked... I is amazing that we need a survey to indicate that service delivery is non-existent in this country. I am among the most impatient of impatient people there are out there, and I would rather go without than stand in a queue for anything but still, I've never seen a population group outside the Three Toed Sloth species, move as slowly as a government worker.

      Mike Purchase - 2012-04-12 22:02

      Well said.They are overpaid and underworked and dont appreciate where their inflated salaries come from.

      goyougoodthing - 2012-04-12 22:04

      oh god 'I is amazed' lovely English, sorry Mr Davey

      seanpresherhughes_1 - 2012-04-12 23:01

      That,s if they aren't on their constant go-slows, which seems to be a permenant issue!

      Sharon - 2012-04-12 23:08

      haha @ Sean - go slow is normal speed for govt workers, when they are cheesed off, they embark on a go-slower!

      Andrew - 2012-04-13 07:21

      Dont forget the lazy arrogant muncipality workers who either ignore you or vitually tell you they are not interested.

  • Jabulani - 2012-04-12 22:34

    This is a joke!

      Andrew - 2012-04-13 08:03

      Pray tell what joke are refering to ??

  • Sharon - 2012-04-12 22:43

    I know why the survey did not cover the Department of Home Affairs and local municpalities - Nobody could tell them whether the staff was rude, because the phones ring into oblivion without being answered!

      seanpresherhughes_1 - 2012-04-12 23:20

      If I try to call the Centurion council to report a power failure to follow up on their progress so as to be able to plan according to the expected time of outage, all they can say is "They are busy with it" or tgey simply just hang up - speak about rude - I wonder where their salaries come from - just some common desency could be nice! Communication between the technicians and the call centre on tgeir progress could avoid many frustrated clients that arebtreated extremely rudely - it the clients are updated with new infirmation when they are contacted then they also won't be inundated with calls from the community! Last year we had to book into a hotel because we needed hot water to wash because the power was out for 24hrs already by that time and our calls were just cancelled and we were not sure how long the power outage would be, we couldn't get an update to make the necessary provisions. I feel sorry for disabled/frail/babies etc and any other people who get the same treatment and rudeness unnecessarily! It's the small things in life that could make a huge difference!

  • Vince.York - 2012-04-13 06:41

    TIME DELAYS ARE JOBS NOT FILLED OR CREATED. It's like the banks, where it is better that people spend hours in queues losing their individual income, rather than employ another person for a few thousand and so assist the nation and customers

  • Rob - 2012-04-13 08:11

    Government workers???? Isn't that an oxymoron? As far as I can see government employee's salaries are just another batch of social grants.

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